Job Type:
PermanentBuild a brilliant future with Hiscox
About us:
HISCOX is an international insurer specialized in the market of luxury goods & property, and high-end professional insurance. As experts in risk, we give people and businesses the confidence to realise their ambitions. With offices in 9 European countries, we have a very international staff and encourage a culture that fosters inclusion and collaboration, offering exciting opportunities for personal and professional growth.
In our Lisbon office we have the privilege of employing approximately 500 exceptional professionals representing 29 diverse nationalities. Despite our central location within the city, we recognize the importance of maintaining a healthy work-life balance. As part of our commitment to our employees’ well-being, we provide a 35-hour workweek along with the option for a hybrid working schedule.
The Team:
In Hiscox Europe, you will work across several geographies, which includes Germany, France, Benelux, Iberia and Ireland. We are organized in an Agile manner through Value Streams with the aim of autonomous teams towards specific key demands, be it country specific or cross country.
As part of the Europe Technology Team, based in Lisbon, and reporting to Service Product Owner, you will be an Application Support Analyst of the European Application Support team.
The Role:
As a Senior Application Support Analyst, you will act as a technical authority within the European Application Support team. In addition to L2/L3 operational support, you will drive automation, proactive monitoring, and continuous improvement across business-critical applications, with a strong focus on OutSystems platforms and DevOps practices.
Key Responsibilities:
Operations & Service Delivery
- Ensure availability, performance, and stability of European applications across production and pre-production environments.
- Act as senior technical point of contact for complex application issues.
- Collaborate closely with business users, vendors, and internal teams.
- You will read and interpret functional design documents outlining requirements from various business areas to support monitoring, maintenance, and ticket handling.
Advanced Application & Platform Support
- Provide advanced support for OutSystems applications including architecture, integrations, and release support when needed.
- Perform deep technical analysis across application, database, and integration layers.
- Influence application design from an operability and resilience perspective.
Incident Management, Automation & Monitoring
- Lead or contribute to major incident resolution and stakeholder communication.
- Perform root cause analysis and drive permanent remediation actions.
- Coordinate post-incident reviews and track improvement actions.
- Design and improve monitoring and alerting strategies to reduce MTTR.
- Develop automation for operational tasks, diagnostics, and health checks.
- Collaborate with Development teams on CI/CD pipelines and release readiness.
Knowledge Management
- Own and maintain operational documentation, runbooks, and support models.
- Support service transition and operational readiness for new applications.
- Mentor and coach junior support analysts.
Person Specification:
Must have:
- Strong experience in L2/L3 application support within complex environments.
- Excellent English communication skills (all work is conducted in English)
- Solid Out Systems platform knowledge including production support
- Advanced SQL, API troubleshooting, and application log analysis skills.
- Experience with monitoring and observability tools (Grafana, Dynatrace, New Relic).
- Excellent English communication and stakeholder management skills.
- Excellent problem-solving abilities
- Understanding of ITIL principles, having certification will be highly recognized.
Nice to have:
- Knowledge of Azure cloud platform and previous experience with Azure cloud operations as well as certifications is a plus.
- Understanding of DevOps principles and CI/CD pipelines
- Experience supporting web applications
- Experience working with insurance companies or other financial systems
Why Hiscox?
- Healthy work-life balance with our 35h/week and hybrid working system.
- Holidays: 25 days + 2 Hiscox Days (Extra two Annual Leave).
- Health insurance, gym allowance, pension plan etc.
- After 5 years work 1-month sabbatical leave.
- Team spirit with many opportunities to engage and an open culture.
Work with amazing people and be part of a unique culture
Skills Required
- Strong experience in L2/L3 application support within complex environments
- Solid Out Systems platform knowledge including production support
- Advanced SQL, API troubleshooting, and application log analysis skills
- Experience with monitoring and observability tools (Grafana, Dynatrace, New Relic)
- Understanding of ITIL principles, having certification will be highly recognized
Hiscox Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hiscox and has not been reviewed or approved by Hiscox.
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Leave & Time Off Breadth — Generous PTO, two additional 'Hiscox Days,' and a four‑week paid sabbatical after five years create a notably broad time‑off offering. Policies also include paid parental leave and options to purchase extra days in some locations.
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Healthcare Strength — Medical coverage is complemented by mental‑health and wellbeing resources such as EAP and mindfulness apps, with private medical and dental options available in certain regions or after tenure. These elements provide comprehensive support across physical and mental health needs.
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Retirement Support — Retirement benefits include pension/401(k) programs with employer contributions that can increase with service. Share‑save options and profit‑related programs add longer‑term financial planning avenues.
Hiscox Insights
What We Do
Hiscox is a leader in specialist insurance. We seek to provide the best protection and peace of mind for our clients through high quality insurance products, backed with excellent service. We are experts in covering a wide range of personal and commercial risks.
